iOS app unable to see devices

Apps & Clients iOS
21

Hi @MRTAKATM

Could you please share a recording demonstrating the issue?

Could you provide support access to your account, please?

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM.
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.

Also, to analyze the problem, it is important to get the logs. You could help us to reproduce the error and, once you find it, send us the logs.
After replicating, please share the app logs as well.

First:

  1. Enable the creation of additional logs in the app:
  1. In the ST app, go to “menu” > “settings”.
  2. At the bottom of that page, you’ll find a section called “Troubleshooting”. Please, enable the option that says “Create Additional SmartThings Log”.
  3. Restart the app
    Then:
  1. In the app menu, go to “contact us”
  2. Then, tap on “Error reports”
  3. On the opened page, tap 10 times on the title/label “What is the error about?” or until the prompt to create a log appears.
  4. Click on “ok” and wait for the process to finish. Then, save the generated file in the place you prefer and share it with us at build@smartthings.com

Thanks!

22

Thanks Itati, shared and emailed as requested.

23

same behavior here.
android works fine. tried on my iphone’s work phone and have the same issue - signed in to the same Samsung account and cannot see the devices.

when there will be a fix for that?

24

so… something to try.

If Developer mode is enabled - disable it.

if Developer mode is not enabled - enable it, restart your phone, then disable Developer Mode, restart phone.

  • Launch the SmartThings app.
  • Tap the Menu tab on the bottom navigation bar.
  • Tap the Settings gear icon. The SmartThings settings menu will appear.
  • Long-press About SmartThings for 5 seconds. A developer mode toggle will appear in the settings menu.
  • Enable Developer Mode.
  • Restart the SmartThings app.
25

Thanks Jkp, sadly I’ve tried going into developer mode as suggested on two iPhones (XR and 16 Pro Max) and an iPad (Air 4) and none of these offer developer mode :frowning: Holding the About SmartThings seems to toggle but no additional menu appears. Looking online this seems to have been a recurring issue with the Samsung app on Apple devices.

26

On my iOS devices…

  • when I press the About SmartThings field, it is highlighted and at 5 seconds the highlight on the field disappears
  • Then scroll to the bottom of the screen to see the option to enable developer mode

Anyway, it was worth a shot. I saw where some pixel users where unable to see devices and disabling developer mode resolved it.

Hope you get a solution.

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